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Senior Data Analyst, Client Services

Company: AppFolio
Location: Santa Barbara
Posted on: November 20, 2022

Job Description:

Hi, Were AppFolio.Were innovators, changemakers, and collaborators. Were more than just a software company were a cloud-based powerhouse that creates products to make our customers lives easier. Were revolutionizing the way people do business, and we want your ideas, your enthusiasm, and your passion to help us keep on innovating.We love where we work, and you can, too.Who Are We Looking For?A (Senior) Data Analyst who will inform and advise data-driven strategies for AppFolios Client Services organization. This individual will be an active partner to senior leadership, providing insight, perspective, and clarity on performance, as well as growth and optimization opportunities to guide customer-centric decisions related to product and service experience.What Youll Do

  • Help define our Client Services strategy, partnering directly with senior leadership.
    • Lead cross-functional analytics projects to better understand customer experience and business outcomes related to critical customer touchpoints such as onboarding, activation, training, and workflow adoption.
    • Work closely with our UX Research and CX teams to bring the customer voice and sentiment into conversations and decisions around business and product strategy.
    • Partner to influence and inform how we measure success of our Client Services teams, and the forecasting and goal setting against related metrics.
      • Support CS leadership and operational teams with reporting and insights to deliver world-class customer experiences, at scale
        • Create new and own/enhance existing Client Services dashboard suite in Tableau for KPI tracking/reporting and operational team support.
        • Deeply understand customer journey and Client Services teams & touchpoints in order to provide proactive and informed perspective, keeping a finger on the pulse of key metrics to identify anomalies and escalate any issues to appropriate partners.
        • Serve as subject matter expert on CS KPIs such as case rate, net expansion, churn, etc., providing insights and performing ad-hoc analyses as necessary to deliver greater understanding on trends to the business.
        • Provide insights into customer and user profiles, translating findings into projects and objectives that enable improved service experience, driving customer success and business growth.
        • Partner with data scientists to leverage machine learning and predictive analytics to produce accurate forecasts for key metrics such as case rate, and customer health scores to enable bespoke service experiences.
        • Partner with HR to provide workforce analytics for CS headcount, hiring, and attrition.What Were Looking ForStrategic thinking - Ability to connect high-level business strategy down to operating teams in a tops-down and bottoms-up way, and serve as a strategic advisor to senior leaders citing analytics-backed insight.Advanced Business acumen Has a deep understanding of how businesses work and is knowledgeable in SaaS vertical practices, trends and technology. Applies the right financial, customer and product metrics, strategy and market knowledge to make sound business decisions.Data Analytics skills able to identify, measure, model, and impact the important metrics needed to manage and monitor the Screening business. Additionally able to build Tableau dashboards, launch exploratory analyses, and a familiarity with applied statistics such as clustering models, A/B testing, etc.Creative problem solving - able to use creativity and curiosity as tools to pick apart any problem, producing a solution which is relevant and realisticEntrepreneurship / Agility - Skilled at stepping into ambiguous situations, challenging the status quo with comfort and possessing exceptional problem solving skills to act and lead through change. Knows when to shift gears and can make the right trade-offs to drive business results.Cross Functional Knowledge - Navigates across verticals and functions and understands how each department contributes to our mission. Able to build relationships and quickly establish trust with others to make things happen. Brings teams and people together to accomplish important things.Must-Haves
          • BS or higher in Business, Economics, Mathematics, Statistics or a related field
          • Minimum of 5 years of work experience in Data Analytics
          • Excellent written and oral communication skills, with experience partnering directly with Executive level stakeholders
          • Strong Tableau, SQL, and Excel skills required
          • Skills in Python and/or R nice to have but not required
          • Listening and interpersonal skills; ability to communicate ideas in both technical and business terms
          • Highly self-motivated and directed
          • Ability to effectively prioritize and execute tasks cross-functionally in a fast-paced environment
          • Prior experience in or supporting customer service/success departments preferred by not requiredOur StoryAppFolio ( was founded in 2006 with the mission to revolutionize vertical industry businesses by providing great software and service. Our easy-to-use, cloud-based software helps our customers more effectively market, manage, and grow their businesses. Our software solutions exist in the real estate vertical, including AppFolio Property Manager and AppFolio Investment Management.To find out more about what AppFolio has to offer, check out .#LI-AR1

Keywords: AppFolio, Santa Barbara , Senior Data Analyst, Client Services, Professions , Santa Barbara, California

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